Caitlin Russsell

My duties involve working through my own portfolio and investigating each claim for different motor fraud elements and this involves having enquiry conversations with customers, external and internal suppliers to ensure the correct decision is determined and then communicating these decisions. It also involves ensuring high attention to detail and being able to manage my time to ensure each lifecycle of the process is kept up to date and meeting deadlines when due. Also invovles handling sensitive client information, maintaining confidentiality at all times.

My duties involved calls from people who are broken down and need assistance. This can range from someone at home to someone on the hard shoulder of the motorway. Also ensuring providing the best customer service and listening to customers needs. Within this role I have targets to meet. I have also taken on role as complaint handler which has allowed me to look at more complex complaints and have more difficult and open conversations with customers, learning where and how to make a decision on when and if to uphold complaint and issue the correct outcome. I have now become part of the Customer Network Service team which involves working on calls and Apex messages directly from service providers to gather more information on jobs which vary from asking for specialist charges to be authorized to reworking jobs to different providers. Within this role I am also working on helping gathering data from team performance to help analyze what is going well and what can be worked on. Also dealing with long distance recoveries and making the right decision as to the most effective way for recovery.

My duties include dealing with all travel requests from my colleagues on a daily basis for the regions of the UK&I and Benelux France and Spain. The travel requests can consist of Flights, accommodation, rail and car hire. I have also organised an incentive group of 16 to Cannes and help to book yearly incentive groups. Also, on a monthly basis I must reconcile credit cards and have built up relationships with corporate partners. As I have worked through COVID-19 times I have been assisting colleagues on how to get home in time for lockdowns and also processing through all the insure claims for the company for all travel I had booked in this time and working with the companies we had booked with to try and receive as many refunds as possible.

My duties include taking inbound calls from customers who have booked their holiday who are looking to make amendments or have a query or cancel their holiday. Also includes keeping to targets for call times. Working from home means that I have the ability to work on my own but also feel part of a team. Also working in a high-volume environment.

As Cabin crew the main duties are to provide excellent customer service to passengers while ensuring their comfort and safety throughout the flight. I am trained to deal with security and emergency situations which may arise and can administer first aid to passengers.

As a transfer representative the main duties are transferring customers to and from the airport, making sure that the guests are booking into their accommodation. Keeping guests occupied at the airport if there are any outgoing delays.

As an apprentice I gained the experience of gaining a qualification as well as working full time in a travel agent. I sold holidays to customers matching the criteria they have given and overcoming any objections to get them the best holiday suited to them. Also, by taking payments using different methods including selling and buying foreign currency. Not only working as a team to achieve the store target but also being able to work by myself to achieve my own target and getting coursework finished on time to set deadlines. Also, being able to deal with different customer types.